Business Analyst

Business Analyst

About Thriveworks 

Thriveworks is a trusted mental health provider with 310+ locations and a nationwide hybrid care model. We serve over 175,000 clients annually through more than 1.7 million sessions, and those numbers are growing. As a clinician-founded and clinician-led organization, we offer the tools, support, and community you need to build a fulfilling, long-term career.

About the Job 

The Business Analytics team helps the company monitor performance, understand key business drivers, and make data-driven decisions to optimize operations and accelerate growth. We embed directly with business partners across the organization to deliver trusted reporting, actionable insights, and analytic support that improves day-to-day execution and strategic decision-making.

This role sits alongside the Call Center leadership and partners closely with Operations, Workforce Management, Quality, Training, and cross-functional teams (e.g., Marketing, Product, and Finance) to build and maintain performance reporting, identify opportunities for improvement, and support analytical needs tied to initiatives and projects.

Responsibilities

• Own and continuously improve call center performance reporting and scorecards (e.g., volume, conversion, responsiveness, SLA, quality, and other operational KPIs).

• Maintain recurring reporting cadences (daily/weekly/monthly) and ensure metric definitions, logic, and documentation are consistent and trusted.

• Interface regularly with COE leadership and executives (Directors and VPs) to align on KPI definitions, reporting priorities, and performance narratives; deliver clear readouts and recommendations.

• Build and enhance dashboards and self-serve reporting in BI tools; support user education and adoption.

• Support analytical workstreams for call center initiatives and cross-functional projects (e.g., new workflows, routing changes, tooling improvements), including measurement plans and post-launch performance readouts.

• Leverage standard performance management templates (e.g., cohort trends, segmentation, quartile analysis) to identify improvement opportunities and monitor impact.

 Qualifications

• 2-4 years experience in business operations, consulting, data analysis, finance, accounting, or a similar field

• Strong mastery of Excel/Sheets and PowerPoint/Slides

• Experience working with large datasets and combining data across multiple sources.

• Strong communication skills with the ability to explain metrics and insights to both technical and non-technical stakeholders.

• Demonstrated ability to manage multiple priorities and deliver accurate work on recurring timelines.

• Exceptional attention to detail

• Bachelor’s degree

Preferred Qualifications

• Experience in call center analytics (or adjacent functions like Workforce Management or QA)

• Healthcare experience (tech, services, payer/insurance, or consulting)

• Experience with SQL and BI tools (e.g., Tableau, Looker, Power BI); familiarity with CRM/call center tools is a plus.

Benefits 

• An amazing team culture

• Professional development & advancement opportunities

• 401K with a 3% employer match

• Healthcare, Dental, Vision, and life insurance benefits

• Paid time off and paid holidays

• Professional EAP program for team members & household

• Additional coverage options available such as Short Term Disability, Long Term Disability, Group Accident Insurance

Successful Thriveworks employees believe in our mission to help people live happy healthy lives. They also embody our core values, which focus on the ability and willingness to adapt, raise the bar, act with integrity, achieve our goals, and work well together. If you think you fit the bill and belong on our team, apply today!

Physical demands for Thriveworks positions may include being sedentary for long periods. Entering text or data into a computer through a traditional keyboard is also a requirement.

Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embr